Refund policy

Returns, withdrawal and refunds

In short: you have the statutory 14-day right of withdrawal, which we voluntarily extend to 30 days after receipt. Your products are also covered by the legal guarantee of conformity of at least 2 years. These rights also apply to items bought on sale or with a discount code.

1. Right of withdrawal (14 days)

You have the right to withdraw from this contract within 14 days without giving any reason (Directive 2011/83/EU on consumer rights, as implemented in your country).

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If your order contains several goods delivered separately, the period runs from the day you receive the last item.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an email): ISB GROUP LLC (Woncrow), 2105 Vista Oeste NW, Albuquerque, NM 87120, United States — email: contact@woncrow.com. You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to the address we give you by email, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions

In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply in particular to goods made to your specifications or clearly personalised, or to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery. Where a product is affected, this is clearly stated on its product page before purchase.

2. Return period extended to 30 days (goodwill)

In addition to the statutory right of withdrawal, you can request a return up to 30 days after receiving your item. For a return requested between the 15th and the 30th day, the item must be unused, in its original packaging and accompanied by proof of purchase. This extended period is in addition to your statutory rights and does not reduce them in any way.

3. How it works in practice

  • Write to us at contact@woncrow.com with your order number (or use the form below).
  • We reply with the return instructions and, where applicable, a return label.
  • Please let us know before sending your parcel: this helps us identify it and refund you faster.

4. Refunds

We confirm receipt of your request by email. The refund is made to the original payment method, in the currency of your order, no later than 14 days after we receive your withdrawal decision (we may wait until we have received the item or proof that it has been sent). For a return made under the extended period (from the 15th to the 30th day), the refund is made no later than 14 days after we receive the item. Your bank may take a few more days to show the refund. If you have not received it after these periods, contact us at contact@woncrow.com.

5. Exchanges

The quickest way to get a different item is to return the one you have, then place a new order.

6. Faulty, damaged or wrong product: your legal guarantee

Check your order when you receive it and contact us if the item is faulty, damaged or does not match your order: we will repair or replace it, or refund you, free of charge. A product damaged in transit is our responsibility: the risk only passes to you when you receive the parcel.

Legal guarantee of conformity (Directive (EU) 2019/771, as implemented in your country): we are liable for any lack of conformity that exists when the goods are delivered and becomes apparent within at least two years of delivery. Your national law may provide for a longer period (for example three years in Spain; in Ireland, the Consumer Rights Act 2022 applies). You are first entitled to have the goods repaired or replaced free of charge, within a reasonable time and without significant inconvenience. If repair or replacement is impossible, is refused, is not carried out within a reasonable time, or the defect persists or is particularly serious, you are entitled to a price reduction or to terminate the contract and be fully refunded on return of the goods. For defects that become apparent within one year of delivery (or longer where your national law so provides), the defect is presumed to have existed at delivery.

This legal guarantee is free of charge and applies in addition to any commercial goodwill we offer.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

  • To ISB GROUP LLC (Woncrow), 2105 Vista Oeste NW, Albuquerque, NM 87120, United States — contact@woncrow.com:
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
  • Ordered on (*) / received on (*):
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.